Best Buy Atwater Village

I truly wish I could give this zero stars. I have been a loyal Best Buy customer for 10+ years and this time I had the hands down WORST experience. I'm a photographer for work and have bought various equipment from Best Buy, I've spent a lot over the years. I purchased a camera lens 1 year ago and it was having a problem. I had warranty protection, so Geek Squad takes it. What was supposed to be 2 weeks to repair turns into almost 2 MONTHS. Never got any update by email. They had my correct email and it's never changed. I visited the store, they could only give me a corporate number. I called and called, I talked to "corporate" which is just a customer service line, one day I was transferred to shipping, another day I talked to a rep at best buy global, another day I talked to Canon, the lens manufacturer, and they couldn't look up the lens without a repair number, which even Best Buy couldn't give me. No one could help me. I wrote down all their names. Each employee would have shipping dates wrong, one manager at Best Buy Atwater transferred me to a random extension that had nothing to do with my lens or repair. Overall I just had to sit and wait it out. Almost 2 months later, I try again over the phone to no help, so I go online to check for an update and they say they can't repair the lens and I can go in and get a replacement, only to be given what I spent a year ago and not a replacement item. The lens is now $400-$500 more than what I bought 1 YEAR AGO and they wouldn't give me a replacement lens. What is the point of geek squad protection? What is the point of taking it in to be repaired when it take 3 times longer and doesn't get repaired or actually replaced? I'm surprised that Best Buy would not replace the item like it said on the website: "pick out a replacement". I was without a camera lens for 2 months and I needed it to do my job. In my free time I had to spend it calling to get an update. On multiple corporate levels, Best Buy failed. The Atwater location, the guys at Geek Squad and the manager working tonight on November 24, 2025 and back when I brought the lens in October, could not and would not do a single thing. The manager tonight even said "we don't have any power, we at the store can't do a thing". This has been a stressful 2 months dealing with this, and I say all this to say, I hope no one has to go through what I did. This location is not helpful, they can't do anything or fix any issue you have, you will have to talk to corporate. Good luck with that.

Great store, great customer service, never had an issue been coming here for years!

Customer service at pick up is horrible ! Would never come back to this store !

If you ask for help they just tell you to go to a different part of the store where more employees will just walk by and ignore you.